New AI Agent Ace Helps the TSA Support Travelers as They Navigate Airport Security 

With nearly 3 million airline passengers flying each day, travelers need timely information about what to expect at security, how to prepare for checkpoints, and what to do during busy or disrupted travel periods. To give travelers timely support and guidance as they prepare for airport security, the Transportation Security Administration (TSA) has deployed Ace, an AI agent built with Public Sector Solutions. 

Since going live during the summer travel surge, Ace has handled approximately 100,000 routine traveler conversations per month and resolved 96% of routine inquiries — such as how to pack liquids or enter a checkpoint with a medical device — without human escalation. The deployment is part of a broader modernization initiative led by the TSA’s Customer Experience Branch to improve traveler service with Salesforce. 

“Nearly three million people travel through U.S. airports every day, and a simple question shouldn’t stand between them and a smooth trip,” said Kendall Collins, CEO of Missionforce and Government Cloud. “TSA’s new Ace AI agent gives travelers fast, accurate answers before they reach the checkpoint—from what they can pack to how they can prepare—while helping TSA officers stay focused on their essential security mission.”

Why it matters: Traveler questions can increase sharply during peak travel periods and disruptions. The TSA needed a flexible way to scale support, deliver consistent guidance, and reduce pressure on its contact center teams.

By deploying a secure, autonomous AI agent to answer routine questions and direct more complex needs to staff, the TSA is able to improve service, control costs, and support its missions at scale — even during periods of heightened demand.

“It’s our job to streamline processes, to help keep wait times down, to get even one more passenger through the security process without having to think about what just happened,” said Niki French, Customer Experience Branch Manager, Office of Civil Rights & Liberties, Ombudsman, and Traveler Engagement at the TSA. “If we can help the traveling public easily access accurate, timely information, we can help alleviate stress in the field on travel days and increase the TSA’s overall effectiveness.”

The impact: The TSA has already automated 100,000 routine conversations per month with Ace. The cumulative impact of this digital strategy will deliver long-term value for the agency, its staff, passengers, and American taxpayers and is projected to save:

• Over 11,660 hours annually: Previously, sharing data between internal systems was a slow and manual process that took 10 minutes per transaction. Now, 70,000 transactions are projected to be automated annually, freeing up over 11,660 staff hours for mission-critical work.
• $11 million in labor-based value: The TSA’s applications are estimated to save $11 million over three years. Consumer interactions used to cost more than $4 per conversation. Ace has already lowered the cost of consumer interactions by over 90%, without sacrificing service quality. 
• More capacity for mission-critical work: To fill the gaps left by its older systems, the TSA needed the equivalent of 12 full-time employees to tackle excess workloads. Ace can tackle this routine work and backlogs so employees can focus on the mission and high-priority cases that require a human touch. 

“The TSA is leading with trusted AI to meet the mission,” said Paul Tatum, EVP of Global Public Sector Solutions at Salesforce. “They are delivering a secure, data-driven, and AI-first foundation that scales operations, lowers costs, and protects public trust, even during the most stressful travel times.”

The platform approach: Rather than deploying a stand-alone AI tool, the TSA’s phased approach with Missionforce on the FedRAMP-authorized Salesforce Government Cloud began by building two foundational applications to unify data and streamline manual workflows to create a centralized repository of traveler interactions:

• Customer Service Managers App: Built on Service Cloud, this application unifies passenger inquiries across email, phone, and social media. Staff can review notes and conversation histories, engage subject-matter experts, and assign next steps without relying on manual requests to back-office teams.
• TSA Cares App: Designed to support travelers with medical conditions or other circumstances that may require additional assistance, this application connects online requests directly with the TSA’s contact center and regional coordination teams to help provide a smoother checkpoint experience.

Together, with Salesforce Shield providing additional security and monitoring capabilities, this unified data foundation enables Ace to deliver contextually relevant information based on TSA guidance and helps the agency provide a more informed, efficient traveler experience for all. 

Learn more:

• Learn more about Salesforce Government Cloud
• Explore Public Sector Solutions
• Find more public sector customer examples and Agentforce features

*TSA does not endorse any non-federal entity, product, or service.